The Enduring Wisdom of the Spiritual Master Essay

The Enduring Wisdom of the Spiritual Master - Essay Example She attributed her recovery to St. Joseph, to which she remained devoted. However, her life changed after she experienced â€Å"the sorely wounded Christ’s† vision. After experiencing the vision, Teresa encountered a number of ecstatic experiences that influenced her into focusing more on the passion of Christ. The visions acted as her impetuous that influenced her into setting herself to the reorganization of her order. She began this reformation by attempting to master herself, as well as adhere to her rule. She tried to create a primitive Carmelite by gathering some of her Sisters in Carmel to concretize her idea of a monastery. She received support from St. Peter of Alcantara, her confessor and a number of learned individuals as she started to work towards the achievement idea. This idea materialized in 1562 after the clothing of the four novices and the opening of St. Joseph Monastery. Teresa’s external activities were adjunct to her internal spiritual graces (Cannata 2). The realization of her idea made her happy, after which she tenaciously resisted several revelations for about two years. Subsequently, she experienced the initial intellectual and non-intellectual visions depicting Christ’s humanity. This humanity became the heart of her loving attention, as well as the source of the intimate graces she was able to enjoy for several years. Her possession of the love of God created in her an enormous desire to see God and to die so that she could see Him. These graces were necessary for sustaining her as she was trying to actualize and reinforce her reformation work. Teresa received confirmation for the will to work courageously for God’s glory since her intention was to save the many souls that were being lost. Upon visiting Avila, John Baptist Rossi authorized Teresa to establish other monasteries of nuns. This authorization led her to institute several monasteries

International diversification Essay Example | Topics and Well Written Essays - 3000 words

International diversification - Essay Example International diversification occurs when a company trade in more than one country and is measure by the number of the countries the company occupy (Hwee 2007, p.17). Firms are always seeking for ways to increase their activities (Moncada-Paterno-Castello at el 2011, P.586). It can be through portfolio diversification, acquisition, Merger or resource investment (Hwee 2007, p.17). In recent ties international diversification has been made easier by Formation of trade organizations and minimized trade barrier allowing the companies to expand internationally (Gaur and Kumar 2009, P.172). A company may choose to diversify internationally despite its size provided it has products that can be used across the boarder. However according to Hwee (2007, p.17) requires huge capital investment due to marketing, restructuring of the management team, research to understand the new market and other investments while the growth may be hindered by other factors such as cultural values, political stab ility and exchange rates. There is contradicting information on whether diversification is beneficial to a company or not (Marcelo at el 2008). This paper will critically analyze the advantages and disadvantages of a company diversifying internationally. Advantages Growth A company diversifies internationally to new market one such company is the South Korea based Samsung electronics that has intensified its marketing globally and the outcome has been positive. Samsung electronics is a subsidiary of Samsung group and is the leading mobile phone manufacturer after overtaking the Nokia Company. Electronic companies are expanding like any other business to acquire their market share (Jaemin and Chan-Olmsted 2005, P.183) Samsung electronics especially mobile Phones has Increased its market share by export its products internationally as well as manufacturing products which are affordable by low income earners, mid income earners and high income earners. Africa is one of the fastest grow ing Mobile phone markets with recent study showing Africa as one of the continent with more mobile phone subscribers than landline users. In Fact, analysts estimates that Mobile Phone use in the last five years has been increasing at a rate of 65 percent per year. The growth s associated with the fact that they are the major means of communication, networking and also development (Kreutzer 2009, P.1). The leading Mobile manufactures have tapped into this opportunity by designing products that fits the Africa Market and setting up offices to drive their goals. This is also China is focusing to grow manufacturing its Market in Africa (Brenton and Walkenhorst 2010, P. 577). According to Thinesen (2011), Samsung is leading in the mobile phone Market share with about 25.3 percent of the total market share. Samsung electronics has realized growth in their mobile phone market share in Africa and USA overtaking Nokia in 2012 (Jackson 2012), for the first time in a long period Nokia has been replaced as the leading company. It has intensified its Marketing strategy, increased its investment in new mobile application, and rolled out offices in new territory and their investment has paid of thus the realized growth. Globally, according to international data corporation mobile phone sales grew by 2.4 percent in the third quarter of 2012 with total sales amounting to 444.5 millions units compared to 434.1

Analysis of a survey conducted on a website Assignment

Analysis of a survey conducted on a website - Assignment Example Most people view exercise as a vital lifestyle Majority of the individuals who participated in the survey viewed exercise as an important aspect of health maintenance. 3% of individuals viewed exercise as not essential, 97% of the participants viewed exercise as important. Most individuals from the survey live an active lifestyle, by spending a lot of time outdoors. 5 to 6 hours is the average time spent outdoors by the majority participants Most people who participated in the survey, spend 5-6 hours when is weather is favorable. 31% of the participants spend 5-6 hours outdoor in a good weather. 23% spend more than 8 hours outdoors; contrary to the 15% that spend 0-2 hours outdoor. Insecurity, boring state, injuries and other vices are related to trails According to the data on the survey as to why people do not like trails; time factor was the most eminent factor; with 118 in number. The majority participants do not use trails because they do not have enough time. Trails are not convenient for the 99 participants, 85 individuals avoid trails because their friends are not interested in trailing. 48 people view trails as scary, 39 people state that rails limits their exercise routine, and 33 participants say that trails are boring.

Conventional gun control Essay Example for Free

Conventional gun control Essay Conventional gun control and punishment policies have done nothing to make American schools safer or American students more secure. Quite the contrary, such policies have been attended by increasingly violent school environments, students living in fear, and no means for protection. This essay will argue that a new research-based approach is needed. More specifically, because the available research clearly demonstrates that right-to carry laws lead to decreases in crime and cause criminal offenders to alter their criminal behavior, it is time for school districts across the country to begin issuing legal permits for guns to students. Costs of Gun Violence: Students and Society As a preliminary matter, in order to demonstrate why a new approach to school violence is necessary, it is important to understand the true costs associated with gun violence, schools, and students. The most common perception is that guns are responsible for physical injuries and deaths. To be sure, this is true. Such a perception, however, is too narrow and ignores the much broader spectrum of costs associated with gun violence and students. This analytical mistake, focusing too narrowly, has unfortunately crept into the public consciousness and made discussions too narrow in scope. As has been stated by a leading scholar in the field Victimization statistics indicate that gun violence is highly concentrated within a narrow sociodemographic slice of the population. Yet a consideration of economic costs suggests that the burden of gun violence is shared much more broadly across society, affecting taxes, residential choice, fear, and freedom of movement. (Cook Ludwig, 2002) What can be seen is a problem that is much more pervasive, and much broader in scope, then what has traditionally been defined as a threat to individual physical safety. This issue implicates a variety of social and economic issues as well as issues of personal safety and individual well-being. Where gun control policies, whether in school specifically or in society more generally, have failed to attain the desired results an extraordinarily broad spectrum of society has suffered. Society has suffered in the form of higher taxes in order to fund police staffing, judicial proceedings, and school as well as community programs to deal with violence in school. Society and individuals have also suffered because residential choice and freedom of movement has been constrained by fears of gun violence in certain communities or school districts. In short, the costs associated with gun violence in or near schools are much more severe than previously thought. More troubling, despite huge expenditures of money and effort, conventional approaches to the problem have failed miserably. Gun Control and Punishment: No Solution The most conventional approaches have proceeded as different types of gun control and punishment philosophies. These conventional approaches have been based on certain assumptions. First, with respect to gun control, those advocating gun control policies proceed upon the assumption that legal limitations and restrictions will necessarily result in less gun violence. Implicit in this assumption is the notion that gun control approaches will decrease access to guns by irresponsible students or individuals. A close examination of the relevant research, however, demonstrates quite clearly the falsity of such assumptions. In one comprehensive study, relying upon data submitted by the states, it was found that the statistical analysis of the 1999 state data provides no evidence that gun control reduces crime rates. Nor is there any evidence that lax gun laws in neighboring states contribute to higher crime rates. (Moorhouse Wanner, 2006) These conclusions are startling; they are startling because policymakers continue to advocate and implement a tremendous variety of gun control laws despite the empirical evidence that strongly suggests such laws are ineffectual. In addition to the emphasis on strong gun control laws, the aforementioned conventional approaches to gun violence in schools also tend rather uniformly to emphasize punishment as a penalty rather than more preventative approaches. Such punishment components of larger gun control laws and policies have manifested themselves in terms of no tolerance policies, the elimination of constitutional protections against otherwise illegal searches of students at school, and incarceration rather than education or counseling. In Colorado, for instance, the state legislator noting that Newspapers in the state reported almost daily on hand-gun-related incidents involving young people (Pipho, 1993) decided simply to follow the conventional approach without reviewing the aforementioned research data. The problems remain. What is needed is a departure from conventional gun control and punishment philosophies that have proven to be unsuccessful all across the country. American children, students who should be safe and secure at school, deserve more than political posturing that places them at continued risk of harm. A Novel Proposal: Legal Permits at Schools Ironically enough, the best way to safeguard students at school, and to eradicate the extraordinary costs associated with gun violence among and between students, may be to grant legal permits allowing students to carry concealed handguns to and from as well as at school. Such a proposal is ironic because conventional theories have always presupposed that more guns equals more violence. Again, however, the research demonstrates that this is clearly not the case. Conceal and carry laws, for example, have actually led to decreases in crime, both generally and with respect to violent crime, in places where such laws have been implemented. In fact, the available research has found that right-to-carry laws reduce violent crime rates, the reductions are greater in counties with proportionally higher urban populations, and the laws afford relatively greater protection to minorities and women. The latter groups are precisely those that are disproportionately victimized by violent crimes. Furthermore, Lott and Mustard find that criminals substitute nonconfrontational crimes such as burglary, auto theft, and larceny for robbery and assault. (Moorhouse Wanner, 2006) These findings are remarkable. Not only have right-to- carry laws, whether implemented through legal permits or otherwise, reduced violent crime rates but they have compelled criminals to alter their criminal behavior. Such findings support the main thesis of this paper; more specifically, because conventional gun control and punishment approaches have proven abysmal failures, a new approach is necessary. This new approach must incorporate certain realities. These realities are that different types of right-to-carry laws do, in fact, result in lower crime rates and in less violent types of crime being committed. The fear needs to be reversed. School districts, operating through local law enforcement and legislative officials, have a moral duty to consider these research findings and implement legal permit procedures to allow good students to carry guns for their protection. To be sure, such an approach would require careful planning, special gun safety education for students, and diligent monitoring. The fact that a new approach may be difficult to implement is no reason for clinging to unsuccessful conventional theories. In addition, because Federal and state laws also prohibit persons of any age from carrying guns without a permit and bringing a gun onto school property (Brezina Wright, 2000, p. 82), both state and federal agencies will have to work together to make such a new approach possible. Conclusion In the final analysis, the research is clear on several points. First, the costs associated with gun violence at schools are staggering and pervasive. Second, conventional gun control and punishment approaches to the problem have failed miserably. Third, because right-to-carry approaches have proven successful in reducing crime rates generally, it is time to incorporate such laws in American schools. References Brezina, T. , Wright, J. D. (2000). Going Armed in the School Zone. Forum for Applied Research and Public Policy, 15(4), 82. Retrieved April 8, 2009, from Questia database: http://www. questia. com/PM. qst? a=od=5001177255

Looking At The Future Of Civil Engineering Construction Essay

Looking At The Future Of Civil Engineering Construction Essay It is very important for civil engineers of this generation to understand the responsibility of their profession in the perspective of the environment and society, and in the understanding this responsibility they must try to generate changes in their action and thinking. This can be successful but everyone has to be involved needs to support and encourage the sustainable thinking, this change can come through design and construction processes. Design sustainability is not an easy route as it must be applied in every design theory. Starting from the conception of the design and moving to the location, the structural materials, the structural methods and finally the possible demolition of the project, design sustainability have to be applied in many areas. On the other hand sustainable construction must aim to use less natural materials and materials which are dangerous to the environment, also less energy to cut the amount of the waste and reduce the environmental pollution without negotiating the quality of the project. Sustainable thinking, planning and acting must be involved in civil engineering to reduce the environmental effecting projects have over their whole design life. Only in the course of this process, and by implementing sustainable thinking at every phase in a project, can a set of ideologies to improve the quality of life be created. The economic component of sustainability has been the main driver of projects. As civil engineering considering the sustainability issues we need to consider more than today alone. It is vital to account for cost over a whole life cycle and the impact on the future development. These costs must be considered in tandem with the social consequences and environmental impacts. The social aspect of sustainability is one that has only recently come to the forefront, but has this not been part of the civil engineer`s role for many years. [1] The influence of engineers of the past and present has had wide- ranging social benefits in transportation, natural and physical security, safety, resource management and heritage, all of which improve the quality of life. The social benefits of these are immeasurable but need to be considered together with the impact on the environment and the economy. [1] All the significant factors that go into the design and construction of a project must be judged, making it hard task, but we must all try in order to achieve it. Clearly, it is going to be a long and difficult method before these ideologies are established, since all the information, the assessments and the resources available to both design and construction teams develop continuously but from project to projects it will become easier. The civil engineering profession has an exceptional opening to create a progression of change that will progress and sustain the environment and our planet in the long term. These are the very actions that make civil engineering a distinctive and very important profession for our planet and for our lives. There have been several projects in the UK and around the world, which are known to be the most sustainable building in the 21st century. Their design, development, use of material and the construction is processed and analysed so careful and that they have managed to come out with successful result in all of the following projects. They are known to be the environmentally friendly and economically friendly too. IBN-DLO Wageningen, the Netherlands This building of the IBN-DLO, the institute for forestry and nature research, sets a new standard in people friendly and environmental friendly building. The building, design by architect Stefan Behisch, behaves something like a living organism, with a self-regulation capacity for its temperature and water use, a capacity which responds to the cycles of summer and winter, day and night, heat and cold, rain and drought. This building can adapt and store energy to kick in when they climate changes and it will respond to the change very quickly, this somewhat is very environmental friendly building. The materials used to make this building can be all recycled and reused in there things or other projects. The roofing is made from glass, the frame consist of galvanised steel plus a considerable proportion of extruded alumina. The glass roof has proved to be 70% cheaper than comparable normal custom-made architectural atrium roofs. The wood-framed wall, doors and window are all made from w ood which is glued on to each other rather than they being nailed. The environment advantage of this is that a much larger proportion of the tree can be utilized for quality carpentry work; secondly the amount of frame timber has been kept to a minimum. This is possible because the whole building is made of glass so there is less need of window so less wood is used. an ecological issue. Every nail you dont use goes to the benefit of the environment Stefan Behisch said this during this project. [2] ECOS- Millennium environmental centre BALLYMENA, NORTHERN IRELAND This building is used to show the world that sustainable building is very much possible. Its used as a visitor centre, parkland, environmental information library and offices. Its not only used as museum but its used in everyday life. Its landscape architecture division developed the concept of a visitor centre where the building, displayed and surrounding landscape would be integrated to communicate a central theme of environmental sustainability. These are the methods they used to make their building a sustainable and environmentally friendly building. Heat Conservation and Efficient Heat Distribution Heavy mass structure retention of heat within insulated fabric, low temperature under floor heating distributed trough structural floors, passive solar gains- through south facing glazing and ramp structure, elevated solar absorption of renewable, efficient low energy lighting used where possible and combined heat and power unit fuelled from short rotation willow coppice crop grown on site. Renewable Energy- Predicted Annual Generation Biomass combined heat and power unit, solar water collection, photovoltaic array and predicted energy generation from renewable will be 71% of total predicted energy consumption. Materials Selection Where possible, PVC is not used. Alternative materials were used for electrical conduits and cabling. Plumbing and roof membrane durable and potentially recyclable materials were used; copper, steel, and concrete. Where possible renewable were used, timer stud partitions external timber cladding timber structure and floor. All timber was FSC certified. Use of organic and mineral paints, sustainable landscape management- avoidance of fertiliser and pesticides etc. Environmental Improvements and Town Connections Construction of new pedestrian and cycle path from existing housing and estate to town centre which is increasing bio-diversity through sustainable park management. Creation of habitats through new planting. Retention of existing trees and new lake construction. [3] Matsushita Electric Industrial Co. Ltd Information and Communication Center, Japan, Tokyo The unusually shaped building represents exceptional design in many respects. The trapezoidal structure encloses a huge, 9 story high atrium. Their intension was to blending technology, people and natural ventilation, a waterfall and pond, roughly cut stone walls and rocks, a floor with pebbled surface and stepping stones and some greenery. Matsushita wanted a highly intelligent large scale building, design in amity with nature. They wanted a holistic architecture that would reflect their own technological and environmental concerns. Three most important design solution that were required were The Ireko (or shell space concept) The creation of a heterogeneous indoor environment The use of natural energy systems throughout the building Ireko is the classical concept in Japanese architecture whereby space is approached by considering the layering of one environment within the other and how they and influence one another. The theory behind this classical Japanese architecture concept is to bring nature indoor and integrated into the building as an important interstice. [4] 60L, Australia 60 is the premier green commercial building in Australia, unique in its approach to energy and water consumption, and the use of recycled and re-used materials during construction. It achieved a commercially feasible, healthy, low energy, resource-efficient workplace with minimal impact on the environment. The design of the building and their motive to make this building the most sustainable they used wide range of materials which were new, recycled or re-used in the construction of the 60L. The original building was not demolished but was partially taken apart so that existing resources could be re-used. The bricks, timber glazed partition and the old building structure was re-used. The concrete poured was 60% recycled aggregate, in this situation crushed concrete reclaimed from other buildings. Timber windows and door frames were fabricated from recycled materials, as are the other items such as reinforcing steel and carpet. Most glues, adhesives, sealants and fillers frequently used in building giving off vastly toxic gases. Used of these was minimised wherever feasible. This building is using 50% less PVC than a typical commercial building of the same size and use. Where they used new material they where advised to use renewable materials such as timber, steel, bricks and copper. T hey used appropriate technology, rather than leading edge technology. In 60L case, it has changed the way water consumption in commercial building use to happen and they take a further step in being more environmentally friendly. They minimised the demand for water by providing water efficient fixtures fittings, including water-less urinals and low flush volume toilets pans. They collected rainwater to replace 100% of normal mains water consumption whenever possible. They installed 100% on site treatment and re-use of grey- water and black-water stream to produce reclaimed water for flushing toilets pans and irrigating the roof garden and landscape. Rainfall from the roof is harvested, and then transferred into the holding tanks by the use of a Syfonic system, which uses gravity to produce a siphon effect, which means water transfer is quicker and pipe diameter can be significantly reduced. [5] Finally, through research and understand of this essay I think sustainability and environmental friendly building is not impossible with this economic condition but its a long term program because sustainability and consideration of the environment has come on top of our agenda for past 10 to 15 years while there was major damage down in the past. There is a solution to the problem but this can take lot of time. We are all observers and assistants to the frequent degradation of our local and global environment. Issues such as deforestation, global warming, waste and rising sea levels are all indication to the fact. The management of sustainable construction must integrate the four dimensions: cost, time, quality and the environment. Each of which has local, national, international and global implications. In order to do this communication is required between personal, projects and companies to ensure that lesson learned and the information gathered is passed in and used to address the issue of sustainability. Sustainability is every person`s responsibility and as engineers we have the fundamental role of ensuring projects are intertwined with the reality of sustainability. In doing so we enable the sustainability agenda to be brought to the forefront of the design and delivery of all infrastructure projects in which we are involved. This needs to be from conception to implementation as the f uture of our planet depends on addressing the current issues, ensuring that sustainable agenda is approached and that in all areas it is implemented. The construction industry is traditionally and by its very nature a high usage sector of resources. As an engineer the first introduction to the concept of sustainability was during civil engineering design. As a concept sustainability was easy to define but when it came to the actual application to the project it became more difficult. In achieving sustainable infrastructure we have the chance to use lessons learned over time from innovative high profile sustainable construction projects and to implement new and improved systems of construction to schemes in which we are involved. In the long term everyone is aware that adopting a more mature and active approach to the sustainability agenda is really the only sensible option. I do believe that it is essential that civil engineers address this issue from now and in the future to make our society, economy and environment better and stronger. We are the designers and constructors of the future infrastructure and as such have a greater responsibility to the population and indeed the environment.

YouTube’s Effect on the Music Industry Essay -- digital media, innovati

Digital media has had a vast effect on American society, and it continues to revolutionize the way things work. One of the main outlets for innovation in digital media is the website, YouTube. It has paved a way for the sharing of videos to a multitude of audiences. More specifically, it has profoundly affected the way the music industry works, by providing independent artists a way to release and share their music to a mass audience without the help of a major record label. Often called â€Å"The YouTube Effect,† it has become a phenomenon in the music industry. Bindu Swetha (2013) noted, â€Å"YouTube was launched in 2005 by former PayPal owners Chad Hurley, Steven Chen and Jawed Karim. Prior to YouTube, there was no website that enabled users to share their favorite videos on a website† (para. 1). The fact that YouTube was the first website to allow people to post and share videos is one of the reasons YouTube has had so much success. YouTube users can upload content to the site and share it for millions to see. Christopher Cayari (2011) found that, â€Å"YouTube has become the third most visited website in the world – behind Google and Facebook† (YouTube Has Affected Music section, para. 2). In October 2008, YouTube attracted 100 million American viewers a day, estimated to be over two-thirds of the Internet users in the United States (comScore, 2008). Cayari (2011) said that YouTube is a technology that challenges the way we perceive music, musician and audience (YouTube Has Affected Music section, para. 3). When you take a look at the number of musicians who have gained recognition simply by using YouTube, you can see the truth in Cayari’s statement. A few of the artists who are well-known for making their start on YouTube include Ty... ... References Cayari, C. (2011). The YouTube Effect: How YouTube Has Provided New Ways to Consume, Create, and Share Music. International Journal of Education & the Arts, 12(6). Retrieved November 8, 2013, from http://www.ijea.org/v12n6/v12n6.pdf comScore, press release. (2008, December 9). YouTube attracts 100 million U.S. online video viewers in October 2008. Retrieved November 8, 2013 from http://www.comscore.com/Press_Events/Press_Releases/2008/12/YouTube_Reaches_100_Million_US_Viewers Miller, D. (2011). Celebrating YouTube's Influence on Music. Music Business Journal, 02. Retrieved November 8, 2013, from www.thembj.org/2011/02/celebrating-you-tubes-influence-on-music/ Swetha, B. (2013, May 28). How YouTube Has Changed the Music Industry. Buzzle.com. Retrieved November 8, 2013, from http://www.buzzle.com/articles/how-youtube-has-changed-the-music-industry.html

Synopsis on Customer Relationship Management

G. PULLAIAH COLLEGE OF ENGINEERING & TECHNOLOGY, KURNOOL MASTER OF BUSINESS ADMINISTRATION 2012-2013 SYNOPSIS REPORT On A STUDY ON CUSTOMER RELATIONSHIP MANAGEMENT WITH REFERENCE TO M. S. A. MOTORS, KURNOOL Submitted by C. VENKATA NAGA SINDOOR Roll no: 11AT1E0052 Under the guidance of K. NAGAIAH, MBA Assistant Professor. INDEX| 1. | Introduction| | 2. | Objectives of the Study| | 3. | Need for the Study| | 4. | Scope of the Study| | 5. | Research * Source of data * Procedure of sample size| | 6. | Limitation of the Study| | 7. Company details| | Synopsis Approval Letter This is to certify that Mr. C. Venkata Naga Sindoor, Reg. No 11AT1E0052 submitted the synopsis report entitled â€Å"A Study on Customer Relationship Management with reference to M. S. A. Motors, Kurnool in fulfillment for the award of Master of Business Administration to G. Pullaiah College of Engineering and Technology is a record of bonafide work carried out by him under my guidance and supervision. Signature of t he Guide Signature of the HOD IntroductionRelationship building with customers is now accepted as over-riding goal of marketing and of the business as a whole. In service industries, the goal is especially emphasized since a repeat customer is believed to cost merely a fraction of what needs to be spent in servicing a new customer is service transaction. It is believed that relationships flourish when marketers play the book, meet customers. core expectations and exceed in respect of other features of their total offering. Service firms have been the pioneers in adopting the practice of Customer Relationship Management practices.Indian banking industry has witnessed rapid development in recent past with the initiation of financial sector reforms. The thrust of financial sector reforms was to improve efficiency, competitiveness and productivity of the financial system. The entry of new generation private sector banks which provided technology aided services like Internet banking, Mob ile banking, Inter Branch network, etc. , has electrified the banking environment in India and has added a new dimensions to automation in Indian banking. Customer Relationship Management is a vital factor to improve the performance of the banks.Most of the banks in India are now turning to CRM as they are increasingly realizing that the cost of acquiring new customers is for higher than the cost of retaining existing customers. This quest has led to the implementation of CRM in banks. The concept of CRM is in the initial stage of implementation in banks, as getting the CRM philosophy work in a bank is quite complex as well as a challenging task for, its implementation is based on certain key principles, namely, ?The banks must realize that all customers are not equal; Customer profitability varies from person to person; ?Not all customers are evenly desirable for the banks; ?The banks must differentiate their customers based on the „Value Criteria; ?Value is the profit that t he customer adds to the bank account; and ?A more profitable customer is a „High Value customer and a less profitable customer is a „Low Value customer. Changing perception of customer The perception of a customer has drastically changed. Peter Drucker said twenty-five years ago, that the purpose of a business wads to attract and retain a customer.There has been a phenomenal change and paradigm shift towards customer focus during the past five decades in the Indian context, ?1961-1970 Servicing the Customer, ?1971-1980 Satisfying the Customer, ?1981-1990 Pleasing the Customer, ?1991-2000 Delighting the Customer, ?2001 and beyond Relating the Customer. Today, the customer relationship between the banker and customer has come under the sharp focus both the customers? ends. 2. OBJECTIVES OF THE STUDY * To identify various services offered by MSA motors to consolidate their CRM strategies. To study the customer perception on factors influencing Customer Relationship Manageme nt in MSA motors * To classify the customers opinion on initial strategies, maintenance strategies, technology, service satisfaction and impact of CRM. * To ascertain the perception of show room executives on various aspects of CRM. 3. Need for the study As lifestyles change people begin to have more experiences in banking. There are two consequences of this 1) Customers have different feelings about services provided for them by Show rooms 2)Customers develop higher expectations for their Buying experience. . Scope of the study Scope of this study is it will assist MSA motors to get its own customer relationship management system mirror well and it will get all the important things before eyes to apply all the possible ways to provide a superb service to the customers and accordingly make them loyal and retain them long lasting and also to get new customers to be served. Scopes can be stated in few points as follows * Maintain current/ existing customers. * Achieve new potential cu stomers. * Retain all the customers * Profitability increment Reputation and credibility increment, etc. , 5. Research Methodology Source of the Data: Primary Data 1. Primary data are always original as it is collected by the investigator. 2. Suitability of the primary data will be positive because it has been systematically collected. 3. Primary data are expensive and time consuming. 4. Extra precautions are not required. 5. Primary data are in the shape of raw material. 6. Possibility of personal prejudice. Primary data is collected from interview and questionnaire in this study. Secondary dataSecondary  data, is data collected by someone other than the user. Common sources of secondary data for  social science  include  censuses, organizational records and data collected through qualitative methodologies or  qualitative research. Primary data, by contrast, are collected by the investigator conducting the research. Secondary data analysis saves time that would otherwise be spent collecting data and, particularly in the case of  quantitative data, provides larger and higher-quality  databases  that would be unfeasible for any individual researcher to collect on their own.In addition, analysts of social and economic change consider secondary data essential, since it is impossible to conduct a new survey that can adequately capture past change and or developments. Secondary data is collected from company, newspapers, journals, websites, and from library books. 6. Limitations of the Study * The response from the customer may be biased * Since the sample size is limited, it may lead to the partial true factor about the research. * The information obtained or the collection of data is limited. Due to time constraint the study is restrict to Kurnool onlyCOMPANY DETAILS Maruti Suzuki India Limited (MSIL, formerly known as Maruti Udyog Limited) is a subsidiary of Suzuki Motor Corporation, Japan. MSIL has been producing cars in India since 1983. Maruti ’s revenues totaled approximately 73. 3 billion rupees in 2009-2010. It’s operating profit as of 2009-2010 is 75 billion rupees while its net profit comes to 6. 8 billion rupees. The company has two manufacturing facilities located at Gurgaon and Manesar, south of New Delhi, India, which have an annual combined capability to produce over a 12 lakh (12, 00,000) passenger car units.The company is planning to invest 17 billion rupees in the Manesar plant. Maruti is known for its hatchback cars, especially the Maruti 800. Other popular hatchback models include the Maruti Zen and the Alto. It offers fourteen brands and over one hundred and fifty variants – Maruti 800, Omni, Eeco, Alto, Alto-K10, A-star, WagonR, Swift, Ritz and Estilo, Gypsy, SUV Grand Vitara, sedans SX4 and Swift DZire. Maruti Suzuki introduced factory fitted CNG option on 5 models across vehicle segments. These include Eeco, Alto, Estilo, Wagon R and Sx4.Maruti Suzuki has an employee strength over 7 ,600 (as at end March 2010). In 2009-10, the company sold a record 10,18,365 units including 1,47,575 units which we exported primarily to Europe, the remaining 870,790 sold in India. In the third quarter of 2009-2010, the company sold 258, 026 units. Thus, in March 2010, Maruti Suzuki had a India market share of 53. 3 per cent of the Indian passenger car market of 16,33,752 passenger car units. Maruti Suzuki will be investing around Rs. 1,250 crore (Rs 12. 5 billion) on capacity expansion of the K-series engines between 2010 and 2012.The expanded annual capacity will be over 7 lakh units from the present 5 lakh units of K-series engine cars. This will be a progressive investment to be completed by 2012. It has a sales network is 802 centers in 555 towns and cities across India. The customer service support network comprises of 2,740 workshops in over 1,335 towns and cities. In 2008, Maruti Suzuki India Limited, unveiled a National Road Safety Mission under which it would train 500, 000 people in safe driving in 3 years at 61 Maruti Driving Schools and 4 Institutes of Driving Training and Research (IDTR) in Delhi, Dehradun and Vadodara. HISTORYIn 1981, Maruti was launched. The company was started by the Government of India and was initially called Maruti Technical Services Private Limited. The first Managing Director of the company was Sanjay Gandhi, late-Indian Prime Minister Indira Gandhi’s son. During the period of 1985 to 1996, a few other significant developments took place including Suzuki taking up 50% stake in Maruti, leading to a 50-50 joint venture between Maruti and the Government of India and over 60 per cent of its parts being produced in India leading to lower costs of production as the parts didn’t have to be imported from abroad.When asked why Suzuki was chosen as the partner of this established corporation, the chairman of Maruti, Mr. R. C Bhargava said that the company went to Japan and none of the companies out of Nissan, Mitsub ishi and Daihatsu were ready to bring 40 per cent equity in India. Suzuki was the only company which agreed to bring 26 per cent equity in India and raise it to 40 per cent thereafter. The first car that the company produced was a four-door Maruti 800 and the second car that the company produced was a Multi-Utility Vehicle called the Omni. Between 1994 and 1996 Maruti released the Esteem, the Gypsy, the Omni, the Gypsy King, Zen and Esteem.It also opened a second plant in Manesar whose capacity at the time of opening was 2,00,000 units. In 2000 Maruti launched a call center. This was the first time a car company had ever launched a call center in India. In this year, Maruti setup a website for its Wagon-R car, introduced a new model of the Zen, got the IRTE National Award for its safety initiative, traffic management and environment protection, launched the Baleno and the Wagon R with electric power steering, joined hands with Sumitomo for providing after-sales service and introduce d the Suzuki Alto. The Gurgaon plant had stopped production due to a strike by the employees.Maruti introduced its first CNG car in 2001. In the same year Maruti invested 550 crore rupees in manufacturing cars. In 2002, Maruti launched Maruti Finance to offer financial services like extended warranty and finance for car insurance. It also hiked its car prices and launched the Versa. This was a good year for Maruti in exports as it produced 16,000 cars for an order to Europe. In the next few years Maruti got into collaboration with various companies to launch car-selling schemes. They partnered with State Bank of India to launch a scheme where each branch of the bank would sell a Maruti car.The company also tied-up with Reliance Industries Limited for lease and fleet management. This was the same year Kumar Mangalam Birla joined Maruti as an independent director. From 2005 – 2007 Maruti became the market leader of Indian cars and in 2006 unveiled the new Wagon-R in Punjab. In 2007, Maruti launched the SX4 sedan. TECHNOLOGY Maruti Suzuki uses an innovative Compressed Natural Gas technology – the Intelligent Gas Port Injection (iGPI) on five of its models – the SX4, Eeco, WagonR, Estilo and Alto. The iGPI technology delivers more power and runs like a petrol-filled engine while achieving fuel-efficiency.The iGPI technology uses injectors for each cylinder and a particular amount of CNG is injection in the engine through gas ports. The Engine Control Unit controls the amount of CNG needed for each ride. Two components used by Maruti in cars such as the Maruti Omni to help increase fuel economy are the crankshaft sensor and knock sensor. They control the ignition timing and fuel injection. The crank shaft is a part of the car’s engine that translates its linear motion into rotation. The sensor is part of the internal combustion engine which monitors the position and rotational speed of the crankshaft.The knock sensor is a part thatâ€⠄¢s linked to the car’s engine-when the car’s engine is not working it knocks on it and usually you hear the knocking sound. The knock sensor will send a signal to the Powercontrol Car Module (PCM). The Maruti Swift has a Direct Diesel Injection System engine. This engine has efficient combustion, higher torque and cleaner emissions. It is an extremely light engine and has a 75 bhp, 190 Nm of torque capacity. It has a five-step multi-injection technology that makes the car run more smoothly than other cars.It also has a Double Over Head Camshaft that gives the engine a quick run. It also has a Chain Drive Timing System. This engine is way better than the Maruti 800 engine which has a Single Over Head Camshaft and only two valves per cylinder while the Swift has sixteen-valve cylinder. The Maruti Suzuki SX4 has a Variable Valve Timing engine. According to the company, they will use K-Series engines in all car models. India’s largest car manufacturer Maruti Suzuki decided to implement the K-series petrol engine in all the models for at least five years according to a company report.The K-Series engine is a straight four cylinder engine that comes in Single Overhead Camshaft and Double Overhead Camshaft variants. This engine will be made in the Maruti Manesar plant in Haryana for the A-Star car which is produced in India and sold in Europe. The K-Series engine is Euro 4 and Euro 5 compliant and is the most advanced of engines. The engine has a CO2 emission of 109 gm/km and plans to reduce it further. The engine is extremely fuel efficient. ————————————————- Awards & RecognitionAs one of the top Indian brands of cars, Maruti Suzuki has won many national and international awards since it began production. Some of the major accomplishments of Maruti are listed below: 1. Maruti Suzuki Alto received the TNS Voice of Customer Award in 200 8. TNS Global is a market research firm. In the same year Maruti received the CNBC-Autocar India Award in the category Best Value for Money Car for the SX4. It also received the CNBC-Autocar India Best Mid Size Car Award and the CNBC-Autocar India Car of the Viewers’ Choice Award for the SX4.Maruti Suzuki India Limited received The Car Manufacturer of the Year Award in 2008. 2. In 2009, Maruti won the JD Power Asia Pacific Customer Satisfaction Index (CSI) Survey award, the JD Power Asia Pacific Sales Satisfaction Index (SSI) Survey award, the Most Preferred Car Brand Award at CNBC AWAAZ Consumer Award, the Golden Peacock Eco-Innovation Award, and the Gold-Award by India Manufacturing Excellence Awards (IMEA). 3. In 2010, Maruti won the CNBC-TV18 Overdrive Manufacturer of the Year Award and the Autocar Manufacturer of the Year Award. 4.Alto’s â€Å"Boondon Mein† campaign won the Silver medal of the prestigious â€Å"Effie Award† in 2006 and 2007. 5. Alto won the â€Å"Car of the Year† and â€Å"Most Exciting New Car of the Year† by India’s automobile magazine in 2000. Some of the international awards that Maruti has won include the following: 1. Japan – It won the Car of the Year award by the Automotive Researchers' ; Journalists' Conference, the 2005-2006 Car of the Year, the Goof Design Award by Japan Industrial Design Promotion Organization and the 2005-2006 Carview of the Year Award. 2.Iceland & Ireland – Maruti Suzuki won the Car of the Year 2006 given out by the BIBD Association of Automotive Journalists, the Samperit Irish Car of the Year 2006 given out by the Irish Motoring Writer’s Association. 3. New Zealand and Australia – Maruti won the Fairfax AMI Small Car of the Year Award by Autocar, the National Business Review Small Car of the Year Award by The National Business Review and the 2005 Carsguide Car of the Year. 4. Malaysia – Maruti Swift was the winner in the NST Mastercard Car of the Year 2005 â€Å"Small Car† category. 5.China – Maruti Swift won the 2005 CTV COTY â€Å"Economical Car† by CCTV. ————————————————- International Operations Maruti Suzuki is a global company with over 8,500 employees engaged in sales, customer service, manufacturing, and distribution in many countries across the world. It is partly owned by the government of India and partly owned by the Japanese company, Suzuki Motor Corporation. Suzuki Motor Corporation, the parent company owns 54% of Maruti’s shares. Maruti’s cars are of European style but custom-made to cater to the local markets.Maruti Suzuki has launched the Grand Vitara, SX4 and the Swift as part of the worldwide strategy. Maruti Suzuki not only provides hatchbacks, mid and small level cars but also luxury cars. Maruti Suzuki has also launched another concept car called Kizashi which was showcased in the Frankfurt Motor Show and is now available in India. The Grand Vitara, which is an SUV and Kizashi, which is a sports sedan are imported from Japan as completely built units(CBU). Maruti Suzuki is sold in China by Jiangnan Auto. The company has launched the car at Rs. 1. 24 lakhs.Four companies that produced the Maruti 800 in China are: Chang’an Auto, Jiang Nan, Xi’an Tai and Sichuan Auto Maruti Suzuki also has office in Japan. Indian engineers sometimes travel to Japan to work on Maruti cars and Japanese engineers sometimes travel to India to provide their expertise for Maruti Suzuki. ————————————————- Exports Maruti Suzuki exports entry-level models across the globe to over 100 countries and the focus has been on identifying new markets. The company exports to the United Kingdom, Italy, Hungary, Netherlands, Germ any, Latin America, Africa, Philippines and Indonesia.Along with these countries, Maruti also sells its cars to Algeria, Chile, Sri Lanka and Nepal. The company exported 38,000 passenger cars in 2006-2007, around 6. 4 per cent of its total sales. The car that contributes most to Maruti’s export income is the A-Star model. In 2007, Maruti got an export order of 11,000 units of the Zen Estilo to Indonesia and 1,500 units of the Maruti Alto to the Philippines, become the initial car manufacturer to export to South East Asia. Maruti crossed the cumulative half-a-million export mark in February 2008, becoming the first Indian car company to export half-a-million units.Maruti has tied up with the Mundra post for development of port facilities for export shipments through Pune Car Carriers. Maruti started exporting cars from this post in January 2009. Moving to international markets, Maruti has large export volumes to Latin America and the lesser-developed region of Africa. Marutiâ €™s exports have increased by 60% over the years at these two locations. In 2008, in a joint venture between Maruti Suzuki, Mundra Port and the Special Economic Zone, the company exported 1,00,000 units of the A-Star from the Mundra Port.Even though the company exports to all five continents, Europe makes up 56 per cent of Maruti’s cumulative exports as of February 2011, making it the single largest source of export income for the company. The sales figures for the continent of Europe as of February 2011, by country are given below: – Netherlands – 67,700 units – Italy – 41,000 units – United Kingdom – 34,000 units – Germany – 20,000 units – Hungary – 20,000 units ————————————————- Future Plans On May 11, 2011, Maruti announced its plans to design new car models at its Rohtak Plant in India.Th e new car models will be crafted for the next four years for the Indian and International Market. Maruti is experimenting with new car models in an effort to stay ahead of its competition and will be responsible for 25 per cent of Suzuki, its parent company’s, revenues. In the financial year 2010-2011 Maruti Suzuki reported a net sales figure of 37,522 crore rupees. Maruti will invest in a new plant in Gujarat which will produce 6 million units a year which is being done in an effort to make the company the leader in the car market. The company is having a look at different plants as shown by the Government of India.In another effort, Maruti will introduce four new cars in the Indian market: The mass-market hatchback, a utility vehicle, a new and improved Swift, and a unique SX4. The company plans to release the design of the YE3, the hatchback by June-July 2011 while the car will actually be shown in the Auto Expo 2012. The company plans to design the YE3 without any involve ment of Suzuki which is a major feat since most of its cars have been designed in collaboration with Suzuki in the past. The YE3 will be a four-door, four seat hatchback and will be available in a 600-800cc engine and a five speed manual transmission.The company also plans to launch the Maruti R3 under a different name. The Maruti R3 is a Multi-Utility Vehicle that will come in a Rs. 7 lakhs – Rs. 9 lakhs ex-showroom price and is a six-seater compact van strapped with three rows of seats and rear-hinged rear doors. The car will come in both 1. 2 litre K-Series engines and a 1. 6 litre Variable Valve Timing engine, each of which have been present in the popular models of Swift and SX4. The R3 will compare to an Innova. The company plans to sell it in emerging markets. It will be showcased in the Auto Expo 2012.The company plans to get a diesel engine for the car from Volkswagen. The third new model of Maruti, the new Swift will be launched by July 2011 will a 1. 3 litre multi- jet diesel engine and a 1. 2 litre K-Series engine. The new Swift fall in the Rs. 3. 5 – 5. 5 lakhs bracket depending on the model and approximately 17,000 units will be produced each year. Along with coming up with new cars and new plants, Maruti is also expanding its transportation capacity. The company has forged partnerships for this with the Adani group to set up a mega car terminal at the Mundra port.